Phoenix Homecare (Norfolk) Limited

People's experience of using this service and what we found: The service promoted an open and person-centred culture. People, relatives and staff told us the provider was approachable and supportive. The provider monitored the quality of care provided and acted to make improvements when shortfalls had been identified. However, they needed to develop their knowledge in some areas of legislation to ensure they were fully working within the necessary requirements.

Staff sought people's consent and people were supported to have maximum choice and control of their lives. Staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice. However, written consent had sometimes been obtained from people who had no legal authority to give such consent. We have therefore made a recommendation in relation to obtaining consent.

People received care that met their individual needs, and this included at the end of their life. At this time, staff worked closely with other professionals to ensure people's wishes were met. However, people's wishes regarding this area had not been routinely assessed whilst they were well. This would ensure they received the care they wanted should they become ill and their health deteriorate rapidly. We have therefore made a recommendation in relation to end of life care.

People told us they felt safe when the staff provided them with care. Risks to their individual safety had been assessed and staff had a good knowledge on how to support people to remain safe. People received their medicines when they needed them and there were enough staff to complete people's care visits. When things had gone wrong, lessons had been learnt to prevent the issues from re-occurring in the future. The required checks had been made on new staff to ensure they were of good character and safe to work within the service although records regarding this had not always been kept as is required.

Staff had received enough training and supervision to enable them to have the skills and knowledge to provide people with good quality care. People received assistance with eating, drinking and their healthcare needs where this was part of their care package. The service alerted other professionals and worked with them when needed to ensure people were safe and received the care they required.

People and relatives told us staff were kind, caring and treated them and/or their family members with dignity and respect. People's independence was encouraged. People were able to make decisions about their care and this was respected by the service.